RETURNS POLICY

At Greenaway’s Herbal Ointments, we are committed to providing our customers with a seamless and reliable shopping experience, including the timely delivery of your orders. Unfortunately things do go wrong sometimes, and we are always here to assist and try to make things right for you.

OVERVIEW

The time-frame in which you must request a return is within 7 days of receiving your order.

In the rare event that your order is lost or misrouted, arrives damaged, or you receive the incorrect goods, please contact our customer support team immediately after reading the remainder of this document.

SECTION 1 – DAMAGES

In the instance that you receive your order and you observe damages to the exterior of the packaging, you should capture photographic evidence of any damages before opening the parcel(s), followed up by capturing evidence of damages to any goods contained within the packaging.

To start a return, please contact us as soon as possible and supply the aforementioned photographic evidence.

SECTION 2 – LOST OR MISROUTED PARCEL

If you notice via the tracking code that your order is en-route to or has arrived at an incorrect destination, please contact us immediately so that we can intervene.

SECTION 3 – MISSING OR INCORRECT GOODS

If you open your parcel and see that you received the incorrect goods, or the entirety of your order was not packed, please contact us immediately with photographic evidence of all the contents of the consignment. Please refrain from using or retaining any goods that you did not pay for unless they were explicitly labelled as free extras intended for you.

SECTION 4 – ELIGIBILITY FOR A RETURN

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please contact us using the cellphone number or email address that you used to place the order in the first place so that we can confirm your identity, and please mention the order number that you received in the automated confirmation email that you received immediately after ordering.

We will then work to resolve the issue promptly and provide you with instructions for returning, replacing the product, offering a refund, or resolving the issue by other means as/if applicable.

If your request for a return is accepted, we’ll discuss with you the best way to proceed.

Please note that items sent back to us without first requesting a return will not be accepted.

SECTION 5 – CONTACT US

Feel free to contact us if you are unsure about anything; you can do so via the Contact page on our website.